BMCHelixRemedyforce

BMC Helix Remedyforce integration enables customers to create/update service requests and incidents, update statuses, and resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration.

Utilities · Bmc Helix Remedyforce

Details

IDBMCHelixRemedyforce
ProviderBMC Software
CategoryUtilities
From Version5.0.0
Docker Imagedemisto/python3:3.12.13.10116658
Supported ModulesAgentix XSIAM

README

BMC Helix Remedyforce integration allows customers to create/update service requests and incidents. It also allows to update status, resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration.
This integration was integrated and tested with version 202002.79 of BMC Helix Remedyforce.

Configure BMC Helix Remedyforce in Cortex

Parameter Description Required
url BMC Remedyforce URL (e.g. https://example.com) True
username Username True
password Password True
type Type False
category Category False
impact Impact False
urgency Urgency False
status Status False
queue Queue False
max_incidents Max Incidents False
fetch_note Fetch Note(s) False
query Query (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = ‘High’ False
incidentType Incident type False
insecure Trust any certificate (not secure) False
proxy Use system proxy settings False
request_timeout HTTP(S) Request Timeout (in seconds) True
isFetch Fetch incidents False
firstFetchTimestamp First Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year) False

Commands

You can execute these commands from the CLI, as part of an automation, or in a playbook.
After you successfully execute a command, a DBot message appears in the War Room with the command details.

bmc-remedy-service-request-definition-get

This command gets details of service request definitions with the help of service request definition name.

Base Command

bmc-remedy-service-request-definition-get

Input

Argument Name Description Required
service_request_definition_name service_request_definition_name is the name of the service request definition whose details the user wants to get. If any value is not specified, it gets details of all service request definitions. Optional

Context Output

Path Type Description
BmcRemedyforce.ServiceRequestDefinition.Id String Service Request Definition Id.
BmcRemedyforce.ServiceRequestDefinition.CategoryId String Category Id of the Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.IsProblem Boolean Indicates if it is a problem or not.
BmcRemedyforce.ServiceRequestDefinition.LastModifiedDate Date Last modified date.
BmcRemedyforce.ServiceRequestDefinition.CreatedDate Date Created Date.
BmcRemedyforce.ServiceRequestDefinition.Questions.Id String Id of question attached with Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.Questions.IsRequired Boolean Indicates if a question is required or not.
BmcRemedyforce.ServiceRequestDefinition.Questions.Type String Type of the question.
BmcRemedyforce.ServiceRequestDefinition.Questions.Text String Name of the question.
BmcRemedyforce.ServiceRequestDefinition.Conditions.SRDId String Service Request Definition Id of condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Value String Value of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Operator String Operator of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.DependentQuestionId String Question Id of dependent question which is associated with the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.Id String Id of the condition.
BmcRemedyforce.ServiceRequestDefinition.Conditions.QuestionId String Associate question Id for the condition.
BmcRemedyforce.ServiceRequestDefinition.requestFor String Request for field value.
BmcRemedyforce.ServiceRequestDefinition.requestedBy String Requested by field value.
BmcRemedyforce.ServiceRequestDefinition.title String Title field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.description String Description field value for Service Request Definition.
BmcRemedyforce.ServiceRequestDefinition.approvalRequired Boolean Indicates if approval is required or not.

Command Example

!bmc-remedy-service-request-definition-get service_request_definition_name="Ask Benefits/HR Question"

Context Example

{
    "BmcRemedyforce": {
        "ServiceRequestDefinition": {
            "CategoryId": "a212w000000UFftAAG",
            "CreatedDate": "2020-07-14 06:02:49",
            "Id": "a3H2w000000H5UhEAK",
            "IsProblem": false,
            "LastModifiedDate": "2020-07-14 06:02:49",
            "Questions": [
                {
                    "Id": "a3D2w000000TmAKEA0",
                    "IsRequired": false,
                    "Text": "Benefits/HR Question Details",
                    "Type": "header section"
                },
                {
                    "Id": "a3D2w000000TmALEA0",
                    "IsRequired": true,
                    "Text": "Please provide details on the information you are requesting",
                    "Type": "textarea"
                }
            ],
            "approvalRequired": false,
            "description": "Service Request for information pertaining to Benefits/HR",
            "email": "testuser@mail.com",
            "requestFor": "Test user",
            "requestedBy": "Test user",
            "title": "Ask Benefits/HR Question"
        }
    }
}

Human Readable Output

Total retrieved service request definition(s): 1

Service Request Definition Id Service Request Definition Name Questions
a3H2w000000H5UhEAK Ask Benefits/HR Question Id: a3D2w000000TmAKEA0
Question: Benefits/HR Question Details
Is Required: No

Id: a3D2w000000TmALEA0
Question: Please provide details on the information you are requesting
Is Required: Yes

bmc-remedy-note-create

This command creates notes for incidents and service requests.

Base Command

bmc-remedy-note-create

Input

Argument Name Description Required
request_number The unique incident or service request number that needs to be updated with a note. Required
summary Description of incident or service request while creating the note.
Default value of summary is ‘Client Note’.		 Optional
note Detailed note for incident or service request. Optional

Context Output

Path Type Description
BmcRemedyforce.Note.Id String Id of the created note.
BmcRemedyforce.Note.WorkInfoType String Work Information of note.
BmcRemedyforce.Note.ViewAccess String View Access Information of note.
BmcRemedyforce.Note.Summary String The description of the note.
BmcRemedyforce.Note.Submitter String User who added note.
BmcRemedyforce.Note.srId String Id of the Service Request/Incident on which we have added note.
BmcRemedyforce.Note.Notes String Note for Service Request/Incident.
BmcRemedyforce.Note.ModifiedDate Date Last modified date for note.
BmcRemedyforce.Note.CreatedDate Date Created date of note.

Command Example

!bmc-remedy-note-create request_number=SR00000054 summary="demo note" note="demo note"

Context Example

{
    "BmcRemedyforce": {
        "Note": {
            "CreatedDate": "2020-07-30 09:25:42",
            "Id": "a2N2w000000Y39FEAS",
            "ModifiedDate": "2020-07-30 09:25:42",
            "Notes": "demo note\r\ntestuser@bmcremedyforce.com 7/30/2020 2:25 AM",
            "Submitter": "Test user",
            "Summary": "Test user's summary",
            "srId": "a2U2w000000YGQREA4"
        }
    }
}

Human Readable Output

The service request/incident SR00000054 is successfully updated with the note.

bmc-remedy-service-request-update

This command updates the details of a service request for a given service request number.

Base Command

bmc-remedy-service-request-update

Input

Argument Name Description Required
service_request_number The unique number of the service request for which details needs to be updated. Required
category_id category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using ‘bmc-remedy-category-details-get’ command.		 Optional
queue_id queue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using ‘bmc-remedy-queue-details-get’ command.		 Optional
staff_id staff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using ‘bmc-remedy-user-details-get’ command.		 Optional
status_id status_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure.
Users can get the status Id from the status name using ‘bmc-remedy-status-details-get’ command.		 Optional
urgency_id urgency_id is the unique Id of the urgency which is used to determine the priority of the service request.
Users can get the urgency Id from the urgency name using ‘bmc-remedy-urgency-details-get’ command.		 Optional
client_id client_id is the unique Id of the client. It helps to select a client for a particular service request.
Users can get the client Id from the email using ‘bmc-remedy-user-details-get’ command.		 Optional
additional_fields The fields which are not present in the current argument list can be added here in the format “fieldname1=value;fieldname2=value”.
Possible fields: impact_id, account_id or any other custom field.		 Optional

Context Output

Path Type Description
BmcRemedyforce.ServiceRequest.Number String Service request number.
BmcRemedyforce.ServiceRequest.Id String Service request Id.
BmcRemedyforce.ServiceRequest.LastUpdatedDate String Last updated date & time of a service request.

Command Example

!bmc-remedy-service-request-update service_request_number=SR00000054 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA"

Context Example

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "Id": "a2U2w000000YGQREA4",
            "LastUpdatedDate": "2020-08-01T12:05:48Z",
            "Number": "00000054"
        }
    }
}

Human Readable Output

The service request 00000054 is successfully updated.

bmc-remedy-service-request-create

This command allows the user to create a new service request. A service request is the request record that is generated from the service request definition to manage and track the execution.

Base Command

bmc-remedy-service-request-create

Input

Argument Name Description Required
service_request_definition_id The unique Id of the service request definition.
Users can get the service request definition Id from service request definition name using ‘bmc-remedy-service-request-definition-get’ command.		 Required
service_request_definition_params Each service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string.
Example: “param1=value1; param2=value2”.		 Optional
client_id client_id is the unique Id of the client. It helps to select a client for a particular service request.
Users can get the client Id from the email using ‘bmc-remedy-user-details-get’ command.		 Optional
category_id category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using ‘bmc-remedy-category-details-get’ command.		 Optional
queue_id queue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using ‘bmc-remedy-queue-details-get’ command.		 Optional
staff_id staff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using ‘bmc-remedy-user-details-get’ command.		 Optional
urgency_id urgency_id is the unique Id of the urgency which is used to determine the priority of the service request.
Users can get the urgency Id from the urgency name using ‘bmc-remedy-urgency-details-get’ command.		 Optional
status_id status_id is the unique Id of the status that is used to display the progress of the service request through its stages of opening to closure.
Users can get the status Id from the status name using ‘bmc-remedy-status-details-get’ command.		 Optional
additional_fields The fields which are not present in the current argument list can be added here in the format “fieldname1=value;fieldname2=value”.
Possible fields: impact_id, account_id or any other custom field.		 Optional

Context Output

Path Type Description
BmcRemedyforce.ServiceRequest.Number String Service request number.
BmcRemedyforce.ServiceRequest.Id String Service request Id.
BmcRemedyforce.ServiceRequest.CreatedDate String Creation date & time of service request.

Command Example

!bmc-remedy-service-request-create service_request_definition_id=a3H2w000000H5UVEA0 category_id=a212w000000UFfyAAG status_id=a3w2w000000TfGBAA0

Context Example

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "CreatedDate": "2020-08-01T12:05:13Z",
            "Id": "a2U2w000000YTEhEAO",
            "Number": "00012192"
        }
    }
}

Human Readable Output

The service request 00012192 is successfully created.

bmc-remedy-template-details-get

This command helps to get template details for Incidents. Templates enable users to prepopulate commonly used fields in a form.

Base Command

bmc-remedy-template-details-get

Input

Argument Name Description Required
template_name template_name is the name of the template whose details the user wants to get. If any value is not specified, it gets details of all the available templates. Optional

Context Output

Path Type Description
BmcRemedyforce.Template.Id String Template Id.
BmcRemedyforce.Template.Name String Template name.
BmcRemedyforce.Template.Description String Template description.
BmcRemedyforce.Template.Recurring Boolean Recurrence of template.

Command Example

!bmc-remedy-template-details-get template_name="General Support - SR"

Context Example

{
    "BmcRemedyforce": {
        "Template": {
            "Description": "Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs.",
            "Id": "a3k2w000000LSl9AAG",
            "Name": "General Support - SR",
            "Recurring": false
        }
    }
}

Human Readable Output

Total retrieved template(s): 1

Id Name Description Recurring
a3k2w000000LSl9AAG General Support - SR Used for the General Support Service Request to capture any issues or requests that may not yet be covered by published SRs. false

bmc-remedy-impact-details-get

This command helps to get impact details for incidents and service requests. Impact helps to calculate priority of the incident or service request.

Base Command

bmc-remedy-impact-details-get

Input

Argument Name Description Required
impact_name impact_name is the name of the impact whose details the user wants to get. If any value is not specified, it gets details of all the available impacts. Optional

Context Output

Path Type Description
BmcRemedyforce.Impact.Id String Impact Id.
BmcRemedyforce.Impact.Name String Impact Name.

Command Example

!bmc-remedy-impact-details-get impact_name=HIGH

Context Example

{
    "BmcRemedyforce": {
        "Impact": {
            "Id": "a2M2w000000UApmEAG",
            "Name": "HIGH"
        }
    }
}

Human Readable Output

Total retrieved impact(s): 1

Id Name
a2M2w000000UApmEAG HIGH

bmc-remedy-service-offering-details-get

This command helps to get service offering details for incidents. Users can link a service offering of the associated service.

Base Command

bmc-remedy-service-offering-details-get

Input

Argument Name Description Required
service_offering_name service_offering_name is the name of service offering whose details the user wants to get. If any value is not specified, it gets details of all the available service offerings. Optional

Context Output

Path Type Description
BmcRemedyforce.ServiceOffering.Id String Service offering Id.
BmcRemedyforce.ServiceOffering.Name String Service offering name.

Command Example

!bmc-remedy-service-offering-details-get service_offering_name="Building Access"

Context Example

{
    "BmcRemedyforce": {
        "ServiceOffering": {
            "Id": "a0K2w000000wi3FEAQ",
            "Name": "Building Access"
        }
    }
}

Human Readable Output

Total retrieved service offering(s): 1

Id Name
a0K2w000000wi3FEAQ Building Access

bmc-remedy-incident-create

This command allows the user to create a new incident.

Base Command

bmc-remedy-incident-create

Input

Argument Name Description Required
client_id client_id is the unique Id of the client. It helps to select a client for a particular Incident.
Users can get the client Id from the email using ‘bmc-remedy-user-details-get’ command.		 Required
description This field represents the description of the incident that the user wants to create. Optional
opened_date opened_date is the date and time at which the incident was created. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields. Optional
due_date due_date is the date and time at which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields. Optional
queue_id queue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using ‘bmc-remedy-queue-details-get’ command.		 Optional
template_id template_id is the unique Id of the template. Templates enable users to pre-populate commonly used fields in a form.
Users can get the template Id from the template name using ‘bmc-remedy-template-details-get’ command.		 Optional
category_id category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using ‘bmc-remedy-category-details-get’ command.		 Optional
urgency_id urgency_id is the unique Id of the urgency which is used to determine the priority of the incident.
Users can get the urgency Id from the urgency name using ‘bmc-remedy-urgency-details-get’ command.		 Optional
status_id status_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure. Users can get the status Id from the status name using ‘bmc-remedy-status-details-get’ command. Optional
staff_id staff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using ‘bmc-remedy-user-details-get’ command.		 Optional
additional_fields The fields which are not present in the current argument list can be added here in the format “fieldname1=value;fieldname2=value”.
Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.		 Optional

Context Output

Path Type Description
BmcRemedyforce.Incident.Id String Incident Id.
BmcRemedyforce.Incident.Number String Incident number.
BmcRemedyforce.Incident.CreatedDate String Creation date & time of Incident.

Command Example

!bmc-remedy-incident-create client_id=0052w000004Z9vJAAS status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG

Context Example

{
    "BmcRemedyforce": {
        "Incident": {
            "CreatedDate": "2020-08-01 12:06:08",
            "Id": "a2U2w000000YTEmEAO",
            "Number": "00012193"
        }
    }
}

Human Readable Output

The incident 00012193 is successfully created.

bmc-remedy-incident-update

This command updates the details of an incident for a given incident number.

Base Command

bmc-remedy-incident-update

Input

Argument Name Description Required
incident_number The unique number of the incident whose details need to be updated. Required
category_id category_id is the unique Id of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
Users can get the category Id from the category name using ‘bmc-remedy-category-details-get’ command.		 Optional
queue_id queue_id is the unique Id of the owner.
Users can get the queue Id from the owner name using ‘bmc-remedy-queue-details-get’ command.		 Optional
staff_id staff_id is the unique Id of the staff to whom the user wants to assign the record.
Users can get the staff Id from the staff details using ‘bmc-remedy-user-details-get’ command.		 Optional
status_id status_id is the unique Id of the status that is used to display the progress of the incident through its stages of opening to closure.
Users can get the status Id from the status name using ‘bmc-remedy-status-details-get’ command.		 Optional
urgency_id urgency_id is the unique Id of the urgency which is used to determine the priority of the incident.
Users can get the urgency Id from the urgency name using ‘bmc-remedy-urgency-details-get’ command.		 Optional
due_date due_date is the date and time until which the incident should be completed. Use the yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ formats to specify dateTime fields. Optional
client_id client_id is the unique Id of the client. It helps to select the client for a particular incident.
Users can get the client Id from the email using ‘bmc-remedy-user-details-get’ command.		 Optional
additional_fields The fields which are not present in the current argument list can be added here in the format “fieldname1=value;fieldname2=value”.
Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.		 Optional

Context Output

Path Type Description
BmcRemedyforce.Incident.Id String Incident Id.
BmcRemedyforce.Incident.Number String Incident number.
BmcRemedyforce.Incident.LastUpdatedDate String Last updated date & time of Incident.

Command Example

!bmc-remedy-incident-update incident_number=IN00000182 status_id=a3w2w000000TfGlAAK category_id=a212w000000UFfyAAG aditional_fields="impact_id=HIGH;asset_id=a0K2w000000wi2uEAA" using=BMCHelixRemedyforce_instance_1

Context Example

{
    "BmcRemedyforce": {
        "Incident": {
            "Id": "a2U2w000000YGaHEAW",
            "LastUpdatedDate": "2020-08-01T12:05:37Z",
            "Number": "00000182"
        }
    }
}

Human Readable Output

The incident 00000182 is successfully updated.

bmc-remedy-asset-details-get

This command helps to get asset or configuration item details for incidents.

Base Command

bmc-remedy-asset-details-get

Input

Argument Name Description Required
asset_name asset_name is the name of the asset for which the command will find the metadata. Optional
instance_type Assets belonging to the selected instance_type will be populated. Optional

Context Output

Path Type Description
BmcRemedyforce.Asset.Id String Asset Id.
BmcRemedyforce.Asset.Name String Asset name.
BmcRemedyforce.Asset.Description String Asset description.
BmcRemedyforce.Asset.Class_Name String Asset under BMC class type.
BmcRemedyforce.Asset.Asset_Number String Asset number.
BmcRemedyforce.Asset.Instance_Type String Assets belonging to selected class.

Command Example

!bmc-remedy-asset-details-get asset_name=BlackBerry-Houston01

Context Example

{
    "BmcRemedyforce": {
        "Asset": {
            "Asset_Number": "1102942",
            "Class_Name": "BMC_ComputerSystem",
            "Description": "Houston BlackBerry Server",
            "Id": "a0K2w000000wi1bEAA",
            "Instance_Type": "CI / Asset",
            "Name": "BlackBerry-Houston01"
        }
    }
}

Human Readable Output

Total retrieved asset(s): 1

Id Name Description Asset # Class Name Instance Type
a0K2w000000wi1bEAA BlackBerry-Houston01 Houston BlackBerry Server 1102942 BMC_ComputerSystem CI / Asset

bmc-remedy-account-details-get

This command helps to get account details for incidents and service requests.

Base Command

bmc-remedy-account-details-get

Input

Argument Name Description Required
account_name account_name is the account name of the account whose details the user wants to get. If any value is not specified, it gets details of all the available accounts. Optional

Context Output

Path Type Description
BmcRemedyforce.Account.Id String Account Id.
BmcRemedyforce.Account.Name String Account name.

Command Example

!bmc-remedy-account-details-get account_name="test_account"

Context Example

{
    "BmcRemedyforce": {
        "Account": {
            "Id": "0012w00000GMthNAAT",
            "Name": "test_account"
        }
    }
}

Human Readable Output

Total retrieved account(s): 1

Id Name
0012w00000GMthNAAT test_account

bmc-remedy-status-details-get

This command helps to get status details for incidents and service requests. Status is used to display the progress of the service request or incident through its stages of opening to closure.

Base Command

bmc-remedy-status-details-get

Input

Argument Name Description Required
status_name status_name is the status name whose details the user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.Status.Id String Status Id.
BmcRemedyforce.Status.Name String Status name.

Command Example

!bmc-remedy-status-details-get status_name="OPENED"

Context Example

{
    "BmcRemedyforce": {
        "Status": {
            "Id": "a3w2w000000TfGBAA0",
            "Name": "OPENED"
        }
    }
}

Human Readable Output

Total retrieved status: 1

Id Name
a3w2w000000TfGBAA0 OPENED

bmc-remedy-urgency-details-get

This command helps to get urgency details for incidents and service requests. Urgency is used to determine the priority of the incident or service request.

Base Command

bmc-remedy-urgency-details-get

Input

Argument Name Description Required
urgency_name urgency_name is the name of the urgency whose details the user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.Urgency.Id String Urgency Id.
BmcRemedyforce.Urgency.Name String Urgency name.

Command Example

!bmc-remedy-urgency-details-get urgency_name="LOW"

Context Example

{
    "BmcRemedyforce": {
        "Urgency": {
            "Id": "a472w000000Tyk6AAC",
            "Name": "LOW"
        }
    }
}

Human Readable Output

Total retrieved urgencies: 1

Id Name
a472w000000Tyk6AAC LOW

bmc-remedy-category-details-get

This command helps to get category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.

Base Command

bmc-remedy-category-details-get

Input

Argument Name Description Required
type type is the category type whose details the user wants to get. Optional
category_name category_name is the category name whose details the user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.Category.Id String Category Id.
BmcRemedyforce.Category.Name String Category name.
BmcRemedyforce.Category.ChildrenCount String Number of children of the category.

Command Example

!bmc-remedy-category-details-get category_name="Email"

Context Example

{
    "BmcRemedyforce": {
        "Category": {
            "ChildrenCount": 0,
            "Id": "a212w000000UFfyAAG",
            "Name": "Email"
        }
    }
}

Human Readable Output

Total retrieved categories: 1

Id Name Children Count
a212w000000UFfyAAG Email 0.0

bmc-remedy-queue-details-get

This command helps to get queue details for incidents and service requests. It accepts queue name and type as arguments.

Base Command

bmc-remedy-queue-details-get

Input

Argument Name Description Required
queue_name queue_name is the name of the queue as the owner whose details the user wants to get. Optional
type type will allow the user to filter with its possible values as incident or service request and get details accordingly. Optional

Context Output

Path Type Description
BmcRemedyforce.Queue.Id String Queue Id.
BmcRemedyforce.Queue.Name String Queue name.
BmcRemedyforce.Queue.Email String Queue email.

Command Example

!bmc-remedy-queue-details-get queue_name="Application Development"

Context Example

{
    "BmcRemedyforce": {
        "Queue": {
            "Email": "testuser@bmcremedyforce.com",
            "Id": "00G2w0000027SeUEAU",
            "Name": "Application Development"
        }
    }
}

Human Readable Output

Total retrieved queue(s): 1

Id Name Email
00G2w0000027SeUEAU Application Development testuser@bmcremedyforce.com

bmc-remedy-user-details-get

This command helps to get user details for incidents and service requests. It accepts username, account name, email, queue name, and is_staff as arguments.

Base Command

bmc-remedy-user-details-get

Input

Argument Name Description Required
username username is the name of the user whose details the user wants to get. Optional
account_name account_name is the account name of the user whose details the user wants to get. Optional
email email is the email address of the user whose details the user wants to get. Optional
queue_name queue_name is the group/queue name for which user wants to get user details. Optional
is_staff is_staff will allow the user to filter with its possible values true or false and get details of users accordingly. Optional

Context Output

Path Type Description
BmcRemedyforce.User.Id String User Id which uniquely identifies the user.
BmcRemedyforce.User.Name String Full name of the user.
BmcRemedyforce.User.FirstName String First name of the user.
BmcRemedyforce.User.LastName String Last name of the user.
BmcRemedyforce.User.Username String Username of the user.
BmcRemedyforce.User.Email String Email of the user.
BmcRemedyforce.User.Phone String Phone number of the user.
BmcRemedyforce.User.Account String Account name of the user.
BmcRemedyforce.User.CompanyName String Company name of the user.
BmcRemedyforce.User.Division String Division of the user.
BmcRemedyforce.User.Department String Department name of the user.
BmcRemedyforce.User.Title String Title of the user.
BmcRemedyforce.User.IsStaff Boolean Shows whether the user belongs to the staff or not.

Command Example

!bmc-remedy-user-details-get queue_name="BMC Client Management"

Context Example

{
    "BmcRemedyforce": {
        "User": [
            {
                "CompanyName": "Company",
                "Email": "bmcremedyforce@example.com",
                "FirstName": "user1",
                "Id": "0052w000004nsLdAAI",
                "IsStaff": true,
                "LastName": "test",
                "Name": "user1 test",
                "Username": "testuser1@bmcremedyforce.com"
            },
            {
                "CompanyName": "Company",
                "Email": "bmcremedyforce@example.com",
                "FirstName": "user2",
                "Id": "0052w000004nsLaAAI",
                "IsStaff": true,
                "LastName": "test",
                "Name": "user2 test",
                "Username": "testuser2@bmcremedyforce.com"
            }
        ]
    }
}

Human Readable Output

Total retrieved user(s): 2

Id Username First Name Last Name Email Company Name Is Staff
0052w000004nsLdAAI testuser1@bmcremedyforce.com user1 test bmcremedy@example.com Company true
0052w000004nsLaAAI testuser2@bmcremedyforce.com user2 test bmcremedy@example.com Company true

bmc-remedy-broadcast-details-get

This command helps to get broadcast details for incidents. Broadcast enables users to send messages to the entire organization, selected groups within the organization and to external customers.

Base Command

bmc-remedy-broadcast-details-get

Input

Argument Name Description Required
broadcast_name broadcast_name is the name of the broadcast whose details the user wants to get. Optional
category_name category_name is the name of the category whose details the user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.Broadcast.Id String Broadcast Id.
BmcRemedyforce.Broadcast.Name String Broadcast name.
BmcRemedyforce.Broadcast.Description String Broadcast description.
BmcRemedyforce.Broadcast.Category String Broadcast category.
BmcRemedyforce.Broadcast.Status String Broadcast status.
BmcRemedyforce.Broadcast.Priority String Broadcast priority.
BmcRemedyforce.Broadcast.Urgency String Broadcast urgency.
BmcRemedyforce.Broadcast.Impact String Broadcast impact.

Command Example

!bmc-remedy-broadcast-details-get broadcast_name="BES Server is down completely"

Context Example

{
    "BmcRemedyforce": {
        "Broadcast": {
            "Category": "Telecommunication",
            "Id": "a1v2w000000IaP7AAK",
            "Impact": "HIGH",
            "Name": "BES Server is down completely",
            "Priority": "1",
            "Status": "OPENED",
            "Urgency": "HIGH"
        }
    }
}

Human Readable Output

Total retrieved broadcast(s): 1

Id Name Priority Urgency Impact Category Status
a1v2w000000IaP7AAK BES Server is down completely 1 HIGH HIGH Telecommunication OPENED

bmc-remedy-incident-get

This command helps to get details of incidents.

Base Command

bmc-remedy-incident-get

Input

Argument Name Description Required
last_fetch_time The time range to consider for getting the incident. Use the format “<number> <time unit>”. Example: 12 hours, 7 days, 3 months, 1 year. Optional
incident_number The unique number of the incident whose details user wants to get. Optional
maximum_incident The maximum number of the incidents user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.Incident.Id String Incident Id.
BmcRemedyforce.Incident.Number String Incident number.
BmcRemedyforce.Incident.Priority String Incident priority.
BmcRemedyforce.Incident.Description String Incident description.
BmcRemedyforce.Incident.ClientID String Incident client Id.
BmcRemedyforce.Incident.Status String Incident status.
BmcRemedyforce.Incident.dueDateTime String Incident due datetime.
BmcRemedyforce.Incident.Staff String Incident staff.
BmcRemedyforce.Incident.Queue String Incident queue.
BmcRemedyforce.Incident.Category String Incident category.
BmcRemedyforce.Incident.Urgency String Incident urgency.
BmcRemedyforce.Incident.ClientAccount String Incident client account.
BmcRemedyforce.Incident.Broadcast String Incident broadcast.
BmcRemedyforce.Incident.closeDateTime String Incident close datetime.
BmcRemedyforce.Incident.CreatedDate String Incident created date.
BmcRemedyforce.Incident.LastModifiedDate String Incident last modified date.
BmcRemedyforce.Incident.openDateTime String Incident open datetime.
BmcRemedyforce.Incident.outageTo String Incident outage end.
BmcRemedyforce.Incident.outageFrom String Incident outage start.
BmcRemedyforce.Incident.Resolution String Incident resolution.
BmcRemedyforce.Incident.respondedDateTime String Incident responded datetime.
BmcRemedyforce.Incident.Service String Incident service.
BmcRemedyforce.Incident.ServiceOffering String Incident service offering.
BmcRemedyforce.Incident.Template String Incident template.
BmcRemedyforce.Incident.Type String Incident type.
BmcRemedyforce.Incident.Impact String Incident impact.
BmcRemedyforce.Incident.Asset String Incident asset.

Command Example

!bmc-remedy-incident-get last_fetch_time="1 hours" maximum_incident=2

Context Example

{
    "BmcRemedyforce": {
        "Incident": {
            "Category": "Human Resources",
            "ClientID": "Clinet ID",
            "CreatedDate": "2020-08-14T12:47:58.000+0000",
            "Id": "a2U2w00000096QEEAY",
            "Impact": "LOW",
            "LastModifiedDate": "2020-08-14T15:18:07.000+0000",
            "Number": "00000059",
            "Priority": "5",
            "Service": "Client Services",
            "Staff": "Staff Name",
            "Status": "OPENED",
            "Template": "Benefits Question - SR",
            "Type": "Incident",
            "Urgency": "LOW",
            "dueDateTime": "2020-08-17T20:47:58.000+0000",
            "openDateTime": "2020-08-14T12:47:58.000+0000"
        }
    }
}

Human Readable Output

Total retrieved incident(s): 1

Number Priority Client ID Status Staff
00000059 5 Client ID OPENED Staff Name

bmc-remedy-service-request-get

This command helps to get the service request details.

Base Command

bmc-remedy-service-request-get

Input

Argument Name Description Required
service_request_number The unique number of the service request whose details user wants to get. Optional
last_fetch_time The time range to consider for getting the service request. Use the format “<number> <time unit>”. Example: 12 hours, 7 days, 3 months, 1 year. Optional
maximum_service_request The maximum number of the service request user wants to get. Optional

Context Output

Path Type Description
BmcRemedyforce.ServiceRequest.Id String Service Request Id.
BmcRemedyforce.ServiceRequest.Number String Service Request number.
BmcRemedyforce.ServiceRequest.Priority String Service Request priority.
BmcRemedyforce.ServiceRequest.Description String Service Request description.
BmcRemedyforce.ServiceRequest.ClientID String Service Request client.
BmcRemedyforce.ServiceRequest.Status String Service Request status.
BmcRemedyforce.ServiceRequest.DueDateTime String Service Request due datetime.
BmcRemedyforce.ServiceRequest.Staff String Service Request staff.
BmcRemedyforce.ServiceRequest.Queue String Service Request queue.
BmcRemedyforce.ServiceRequest.Category String Service Request category.
BmcRemedyforce.ServiceRequest.Urgency String Service Request urgency.
BmcRemedyforce.ServiceRequest.Broadcast String Service Request broadcast.
BmcRemedyforce.ServiceRequest.closeDateTime String Service Request close datetime.
BmcRemedyforce.ServiceRequest.CreatedDate String Service Request created date.
BmcRemedyforce.ServiceRequest.LastUpdatedDate String Service Request last modified date.
BmcRemedyforce.ServiceRequest.OpenDateTime String Service Request open datetime.
BmcRemedyforce.ServiceRequest.Resolution String Service Request resolution.
BmcRemedyforce.ServiceRequest.ServiceOffering String Service Request service offering.
BmcRemedyforce.ServiceRequest.Template String Service Request template.
BmcRemedyforce.ServiceRequest.Impact String Service Request impact.
BmcRemedyforce.ServiceRequest.BusinessService String Service Request business service.
BmcRemedyforce.ServiceRequest.ServiceRequestDefinition String Service Request definition.
BmcRemedyforce.ServiceRequest.ClientAccount String Account held by service request.
BmcRemedyforce.ServiceRequest.Type String Service Desk Type.

Command Example

!bmc-remedy-service-request-get last_fetch_time="1 hours" maximum_service_request=2

Context Example

{
    "BmcRemedyforce": {
        "ServiceRequest": {
            "BusinessService": "Printing Services",
            "Category": "File & Print",
            "CreatedDate": "2020-08-14T13:32:17.000+0000",
            "DueDateTime": "2020-08-17T21:32:16.000+0000",
            "Id": "a2U2w00000096yCEAQ",
            "Impact": "LOW",
            "LastUpdatedDate": "2020-08-14T14:28:12.000+0000",
            "Number": "00000929",
            "OpenDateTime": "2020-08-14T13:32:16.000+0000",
            "Priority": "5",
            "Queue": "Incident Queue",
            "ServiceOffering": "Printer Configuration",
            "ServiceRequestDefinition": "Setup Printer",
            "Status": "OPENED",
            "Template": "Printer Setup - SR",
            "Type": "Service Request",
            "Urgency": "LOW"
        }
    }
}

Human Readable Output

Total retrieved service request(s): 1

Number Priority Status Queue
00000929 5 OPENED Incident Queue

Configuration parameters

  • url — BMC Remedyforce URL (e.g. https://example.com) (required)
  • auth_url — BMC Remedyforce Login URL
  • username — Username
  • password — Password
  • username_creds — Username
  • type — Type
  • category — Category
  • impact — Impact
  • urgency — Urgency
  • status — Status
  • queue — Queue
  • max_fetch — Max Incidents
  • fetch_note — Fetch Note(s)
  • query — Query (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = 'High'
  • incidentType — Incident type
  • incidentFetchInterval — Incidents Fetch Interval
  • insecure — Trust any certificate (not secure)
  • proxy — Use system proxy settings
  • request_timeout — HTTP(S) Request Timeout (in seconds) (required)
  • isFetch — Fetch incidents
  • first_fetch — First Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)

Commands (19)

  • bmc-remedy-account-details-get

    Returns account details for incidents and service requests.

  • bmc-remedy-asset-details-get

    Returns asset or configuration item details for incidents.

  • bmc-remedy-broadcast-details-get

    Returns broadcast details for incidents, which enables users to send messages to the entire organization, selected groups within the organization and to external customers.

  • bmc-remedy-category-details-get

    Returns category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.

  • bmc-remedy-impact-details-get

    Returns the impact details for incidents and service requests. Impact helps calculate the priority of the incident or service request.

  • bmc-remedy-incident-create

    Creates a new incident.

  • bmc-remedy-incident-get

    Returns details of incidents.

  • bmc-remedy-incident-update

    Updates details of an incident for a given incident number.

  • bmc-remedy-note-create

    Creates notes for incidents and service requests.

  • bmc-remedy-queue-details-get

    Returns queue details for incidents and service requests.

  • bmc-remedy-service-offering-details-get

    Returns service offering details for incidents.

  • bmc-remedy-service-request-create

    Creates a new service request, which is the request record generated from the Service Request Definition to manage and track the execution.

  • bmc-remedy-service-request-definition-get

    Returns details of service request definitions using the Service Request Definition name.

  • bmc-remedy-service-request-get

    Returns the service request details.

  • bmc-remedy-service-request-update

    Updates details of a service request for a service request number.

  • bmc-remedy-status-details-get

    Returns status details for incidents and service requests. The status displays the progress of the service request or incident through stages from opening to closure.

  • bmc-remedy-template-details-get

    Returns template details for incidents. Templates enable users to prepopulate commonly used fields in a form.

  • bmc-remedy-urgency-details-get

    Returns urgency details for incidents and service requests. Urgency determines the priority of the incident or service request.

  • bmc-remedy-user-details-get

    Returns user details for incidents and service requests.

Source

BmcHelixRemedyForce.py BmcHelixRemedyForce_test.py BmcHelixRemedyForce.yml BmcHelixRemedyForce_description.md
Download History Raw 
category: Utilities
sectionorder:
- Connect
- Collect
provider: BMC Software
commonfields:
  id: BMCHelixRemedyforce
  version: -1
configuration:
- display: BMC Remedyforce URL (e.g. https://example.com)
  name: url
  required: true
  type: 0
  section: Connect
- display: BMC Remedyforce Login URL
  name: auth_url
  type: 0
  defaultvalue: https://login.salesforce.com
  required: false
  section: Connect
- display: Username
  name: username
  type: 0
  hidden: true
  required: false
  section: Connect
- display: Password
  name: password
  type: 4
  hidden: true
  required: false
  section: Connect
- display: Username
  name: username_creds
  type: 9
  displaypassword: Password
  required: false
  section: Connect
- additionalinfo: Incidents will be fetched based on selected type.
  display: Type
  name: type
  type: 15
  defaultvalue: BMC Remedyforce Service Request
  options:
  - BMC Remedyforce Incident
  - BMC Remedyforce Service Request
  required: false
  section: Collect
- additionalinfo: Incidents will be fetched having this category.
  display: Category
  name: category
  type: 0
  required: false
  section: Collect
- additionalinfo: Incidents will be fetched having this impact.
  display: Impact
  name: impact
  type: 0
  required: false
  section: Collect
- additionalinfo: Incidents will be fetched having this urgency.
  display: Urgency
  name: urgency
  type: 0
  required: false
  section: Collect
- additionalinfo: Incidents will be fetched having this status.
  display: Status
  name: status
  type: 0
  required: false
  section: Collect
- additionalinfo: Incidents will be fetched having this queue.
  display: Queue
  name: queue
  type: 0
  required: false
  section: Collect
- additionalinfo: Maximum numbers of ServiceRequests or Incidents to retrieve per fetch.
  display: Max Incidents
  name: max_fetch
  type: 0
  defaultvalue: '10'
  required: false
  section: Collect
- additionalinfo: Fetch notes of the BMC Remedyforce Service Request or BMC Remedyforce Incident.
  display: Fetch Note(s)
  name: fetch_note
  type: 8
  required: false
  section: Collect
- display: Query (If provided other filtering parameters will be ignored) e.g. select Name, LastModifiedDate from BMCServiceDesk__Incident__c where BMCServiceDesk__Impact_Id__c = 'High'
  name: query
  type: 12
  additionalinfo: Incidents will be fetched based on the query. Name and LastModifiedDate fields are mandatory to be present inside the select clause of the query. Multiple 'where' clauses are not supported.
  required: false
  section: Collect
- display: Incident type
  name: incidentType
  type: 13
  required: false
  section: Collect
- display: Incidents Fetch Interval
  name: incidentFetchInterval
  defaultvalue: '1'
  required: false
  type: 19
  advanced: true
  section: Collect
- display: Trust any certificate (not secure)
  name: insecure
  type: 8
  required: false
  section: Connect
- display: Use system proxy settings
  name: proxy
  type: 8
  required: false
  section: Connect
- display: HTTP(S) Request Timeout (in seconds)
  name: request_timeout
  required: true
  type: 0
  additionalinfo: Specify the time interval in seconds. All the RemedyForce API calls would timeout if the response is not returned within the configured time interval.
  defaultvalue: '60'
  section: Connect
- display: Fetch incidents
  name: isFetch
  type: 8
  required: false
  section: Collect
- defaultvalue: 10 minutes
  display: First Fetch Timestamp (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
  name: first_fetch
  type: 0

  required: false
  section: Collect
description: BMC Helix Remedyforce integration enables customers to create/update service requests and incidents, update statuses, and resolve service requests and incidents with customer notes. This integration exposes standard ticketing capabilities that can be utilized as part of automation & orchestration.
display: BMC Helix Remedyforce
name: BMCHelixRemedyforce
script:
  commands:
  - arguments:
    - description: The name of the Service Request Definition to return. If not specified, details of all service request definitions are returned.
      name: service_request_definition_name
    description: Returns details of service request definitions using the Service Request Definition name.
    name: bmc-remedy-service-request-definition-get
    outputs:
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Id
      description: The ID of the Service Request Definition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.CategoryId
      description: The category ID of the Service Request Definition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.IsProblem
      description: Indicates whether there is a problem.
      type: Boolean
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.LastModifiedDate
      description: The date the Service Request Definition was last modified.
      type: Date
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.CreatedDate
      description: The date the Service Request Definition was created.
      type: Date
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Questions.Id
      description: The ID of the question that was attached to the Service Request Definition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Questions.IsRequired
      description: Indicates whether a question is required.
      type: Boolean
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Questions.Type
      description: The type of the question.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Questions.Text
      description: The name of the question.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.SRDId
      description: The ID of the Service Request Definition condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.Value
      description: The value of the condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.Operator
      description: The operator of the condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.DependentQuestionId
      description: The question ID of the dependent question which is associated with the condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.Id
      description: The ID of the condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.Conditions.QuestionId
      description: The associate question ID of the condition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.requestFor
      description: The "Request for" field value.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.requestedBy
      description: The "Requested by" field value.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.title
      description: The title field value for the Service Request Definition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.description
      description: The description field value for the Service Request Definition.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequestDefinition.approvalRequired
      description: Indicates whether approval is required.
      type: Boolean
  - arguments:
    - description: The unique incident or service request number to be updated.
      name: request_number
      required: true
    - description: |-
        The description of the incident or service request when creating the note.
        Default value is 'Client Note'.
      name: summary
    - description: The detailed note for the incident or service request.
      name: note
    description: Creates notes for incidents and service requests.
    name: bmc-remedy-note-create
    outputs:
    - contextPath: BmcRemedyforce.Note.Id
      description: The ID of the created note.
      type: String
    - contextPath: BmcRemedyforce.Note.WorkInfoType
      description: The work information of the note.
      type: String
    - contextPath: BmcRemedyforce.Note.ViewAccess
      description: View access information of the note.
      type: String
    - contextPath: BmcRemedyforce.Note.Summary
      description: The description of the note.
      type: String
    - contextPath: BmcRemedyforce.Note.Submitter
      description: The name of the user who added note.
      type: String
    - contextPath: BmcRemedyforce.Note.srId
      description: The ID of the Service Request/Incident that has added the note.
      type: String
    - contextPath: BmcRemedyforce.Note.Notes
      description: The note for the Service Request/Incident.
      type: String
    - contextPath: BmcRemedyforce.Note.ModifiedDate
      description: The last modified date for the note.
      type: Date
    - contextPath: BmcRemedyforce.Note.CreatedDate
      description: The created date of the note.
      type: Date
  - arguments:
    - description: The unique number of the service request to update.
      name: service_request_number
      required: true
    - description: "The unique ID of the category to update. \nGet the Category ID by using the 'bmc-remedy-category-details-get' command."
      name: category_id
    - description: |-
        The unique ID of the queue owner to update.
        Get the queue ID by using the 'bmc-remedy-queue-details-get' command.
      name: queue_id
    - description: |-
        The unique ID of the staff member to whom the user wants to assign the record.
        Get the staff ID from the staff details, by using the 'bmc-remedy-user-details-get' command.
      name: staff_id
    - description: The unique ID of the status to update. Get the status ID by using the 'bmc-remedy-status-details-get'command.
      name: status_id
    - description: The unique ID of the urgency to update. Get the urgency ID by using the 'bmc-remedy-urgency-details-get' command.
      name: urgency_id
    - description: "The unique ID of the client to update. \nGet the client ID from the email, by using 'bmc-remedy-user-details-get' command."
      name: client_id
    - description: "Add fields which are not present in the current argument list in the format \"fieldname1=value;fieldname2=value\". \nPossible fields: impact_id, account_id or any other custom field."
      name: additional_fields
    description: Updates details of a service request for a service request number.
    name: bmc-remedy-service-request-update
    outputs:
    - contextPath: BmcRemedyforce.ServiceRequest.Number
      description: The number of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Id
      description: The ID of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.LastUpdatedDate
      description: The last updated time and date of a service request.
      type: String
  - arguments:
    - description: |-
        The unique Id of the service request definition.
        Get the service request definition ID from the Service Request Definition name, by using the 'bmc-remedy-service-request-definition-get' command.
      name: service_request_definition_id
      required: true
    - description: |-
        Specify the parameters as a delimiter (;) separated string. Each service request definition expects specific parameters to be supplied.
        For example, "param1=value1; param2=value2".
      name: service_request_definition_params
    - description: "The unique ID of the client. \nGet the client ID from the email, by using the 'bmc-remedy-user-details-get' command."
      name: client_id
    - description: |-
        The unique ID of the category.
        Get the category ID by using the 'bmc-remedy-category-details-get' command.
      name: category_id
    - description: "The unique ID of the queue owner. \nGet the queue ID by using the 'bmc-remedy-queue-details-get' command."
      name: queue_id
    - description: |-
        The unique ID of the staff member to whom the user wants to assign the record.
        Get the staff ID from the staff details, by using the 'bmc-remedy-user-details-get' command.
      name: staff_id
    - description: |-
        The unique ID of the urgency, which determines the priority of the incident.
        Get the urgency ID by using the 'bmc-remedy-urgency-details-get' command.
      name: urgency_id
    - description: |-
        The unique ID of the status.
        Get the status ID by using the 'bmc-remedy-status-details-get' command.
      name: status_id
    - description: "Add the fields which are not present in the current argument list in the format \"fieldname1=value;fieldname2=value\". \nPossible fields: impact_id, account_id or any other custom field."
      name: additional_fields
    description: Creates a new service request, which is the request record generated from the Service Request Definition to manage and track the execution.
    name: bmc-remedy-service-request-create
    outputs:
    - contextPath: BmcRemedyforce.ServiceRequest.Number
      description: The number of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Id
      description: The ID of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.CreatedDate
      description: The creation time and date of the service request.
      type: String
  - arguments:
    - description: The name of the template to return. If not specified, returns details of all the available templates.
      name: template_name
    description: Returns template details for incidents. Templates enable users to prepopulate commonly used fields in a form.
    name: bmc-remedy-template-details-get
    outputs:
    - contextPath: BmcRemedyforce.Template.Id
      description: The ID of the template.
      type: String
    - contextPath: BmcRemedyforce.Template.Name
      description: The name of the template.
      type: String
    - contextPath: BmcRemedyforce.Template.Description
      description: The description of the template.
      type: String
    - contextPath: BmcRemedyforce.Template.Recurring
      description: Whether the template is recurring.
      type: Boolean
  - arguments:
    - description: The name of the impact to return. If not specified, returns details of all the available impacts.
      name: impact_name
    description: Returns the impact details for incidents and service requests. Impact helps calculate the priority of the incident or service request.
    name: bmc-remedy-impact-details-get
    outputs:
    - contextPath: BmcRemedyforce.Impact.Id
      description: The ID of the Impact.
      type: String
    - contextPath: BmcRemedyforce.Impact.Name
      description: The Name of the Impact.
      type: String
  - arguments:
    - description: The name of service offering to return. If not specified, returns all available service offerings.
      name: service_offering_name
    description: Returns service offering details for incidents.
    name: bmc-remedy-service-offering-details-get
    outputs:
    - contextPath: BmcRemedyforce.ServiceOffering.Id
      description: The ID of the service offering.
      type: String
    - contextPath: BmcRemedyforce.ServiceOffering.Name
      description: The name of the service offering.
      type: String
  - arguments:
    - description: "The unique ID of the client. \nGet the client ID from the email, by using the 'bmc-remedy-user-details-get' command."
      name: client_id
      required: true
    - description: The description of the incident to to create.
      name: description
    - description: 'The date and time at which the incident was created. Use the format: yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ.'
      name: opened_date
    - description: 'The date and time at which the incident should be completed. Use the format: yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ.'
      name: due_date
    - description: |-
        The unique ID of the queue owner.
        Get the queue ID by using the 'bmc-remedy-queue-details-get' command.
      name: queue_id
    - description: "The unique ID of the template. Templates enable users to pre-populate commonly used fields in a form. \nGet the template ID by using the 'bmc-remedy-template-details-get' command."
      name: template_id
    - description: "The unique ID of the category. \nGet the category ID by using the 'bmc-remedy-category-details-get' command."
      name: category_id
    - description: |-
        The unique ID of the urgency, which determines the priority of the incident.
        Get the urgency ID by using the 'bmc-remedy-urgency-details-get' command.
      name: urgency_id
    - description: The unique ID of the status. Get the status ID by using the 'bmc-remedy-status-details-get' command.
      name: status_id
    - description: |-
        The unique ID of the staff member to whom the user wants to assign the record.
        Get the staff Id from the staff details, by using the 'bmc-remedy-user-details-get' command.
      name: staff_id
    - description: |-
        Add fields which are not present in the current argument list in the format "fieldname1=value;fieldname2=value".
        Possible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field.
      name: additional_fields
    - description: The unique ID of the impact. Get the impact ID by using the 'bmc-remedy-impact-details-get' command.
      name: impact_id
    description: Creates a new incident.
    name: bmc-remedy-incident-create
    outputs:
    - contextPath: BmcRemedyforce.Incident.Id
      description: The ID of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Number
      description: The number of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.CreatedDate
      description: The creation date & time of the incident.
      type: String
  - arguments:
    - description: The unique number of the incident to update.
      name: incident_number
      required: true
    - description: "The unique ID of the category. \nGet the category ID by using the 'bmc-remedy-category-details-get' command."
      name: category_id
    - description: |-
        The unique ID of the queue owner.
        Get the queue ID by using the 'bmc-remedy-queue-details-get' command.
      name: queue_id
    - description: |-
        The unique ID of the staff member to whom the user wants to assign the record.
        Get the staff ID from the staff details, by using the 'bmc-remedy-user-details-get' command.
      name: staff_id
    - description: The unique ID of the status. Get the status ID by using the 'bmc-remedy-status-details-get' command.
      name: status_id
    - description: |-
        The unique ID of the urgency, which determines the priority of the incident.
        Get the urgency ID by using the 'bmc-remedy-urgency-details-get' command.
      name: urgency_id
    - description: 'The date and time until which the incident should be completed. Use the following format: yyyy-MM-ddTHH:mm:ss.SSS+/-HHmm or yyyy-MM-ddTHH:mm:ss.SSSZ.'
      name: due_date
    - description: "The unique ID of the client. \nGet the client ID from the email, by using the 'bmc-remedy-user-details-get' command."
      name: client_id
    - description: "Add fields which are not present in the current argument list in the format \"fieldname1=value;fieldname2=value\". \nPossible fields: broadcast_id, service_id,impact_id, service_offering_id, asset_id, outage_start, outage_end, account_id or any other custom field."
      name: additional_fields
    - description: The unique ID of the impact. Get the impact ID by using the 'bmc-remedy-impact-details-get' command.
      name: impact_id
    description: Updates details of an incident for a given incident number.
    name: bmc-remedy-incident-update
    outputs:
    - contextPath: BmcRemedyforce.Incident.Id
      description: The ID of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Number
      description: The number of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.LastUpdatedDate
      description: The last updated date and time of the incident.
      type: String
  - arguments:
    - description: The name of the asset to return.
      name: asset_name
    - auto: PREDEFINED
      defaultValue: All Classes
      description: 'The class type of the asset. Can be: "All Classes", "Asset Classes", or "CI Classes". Default is "All Classes".'
      name: instance_type
      predefined:
      - All Classes
      - Asset Classes
      - CI Classes
    description: Returns asset or configuration item details for incidents.
    name: bmc-remedy-asset-details-get
    outputs:
    - contextPath: BmcRemedyforce.Asset.Id
      description: The ID of the asset.
      type: String
    - contextPath: BmcRemedyforce.Asset.Name
      description: The name of the asset.
      type: String
    - contextPath: BmcRemedyforce.Asset.Description
      description: The description of the asset.
      type: String
    - contextPath: BmcRemedyforce.Asset.Class_Name
      description: The asset under the BMC class type.
      type: String
    - contextPath: BmcRemedyforce.Asset.Asset_Number
      description: The number of the asset.
      type: String
    - contextPath: BmcRemedyforce.Asset.Instance_Type
      description: Assets belonging to the selected class.
      type: String
  - arguments:
    - description: The account name of the account to return. If not specified, returns all available accounts.
      name: account_name
    description: Returns account details for incidents and service requests.
    name: bmc-remedy-account-details-get
    outputs:
    - contextPath: BmcRemedyforce.Account.Id
      description: The ID of the account.
      type: String
    - contextPath: BmcRemedyforce.Account.Name
      description: The name of the account.
      type: String
  - arguments:
    - description: The status name to return.
      name: status_name
    description: Returns status details for incidents and service requests. The status displays the progress of the service request or incident through stages from opening to closure.
    name: bmc-remedy-status-details-get
    outputs:
    - contextPath: BmcRemedyforce.Status.Id
      description: The ID of the status.
      type: String
    - contextPath: BmcRemedyforce.Status.Name
      description: The name of the status.
      type: String
  - arguments:
    - description: The name of the urgency whose details you want to retrieve.
      name: urgency_name
    description: Returns urgency details for incidents and service requests. Urgency determines the priority of the incident or service request.
    name: bmc-remedy-urgency-details-get
    outputs:
    - contextPath: BmcRemedyforce.Urgency.Id
      description: The ID of the urgency.
      type: String
    - contextPath: BmcRemedyforce.Urgency.Name
      description: The name of the urgency.
      type: String
  - arguments:
    - auto: PREDEFINED
      defaultValue: All
      description: 'The category type whose details you want to retrieve. Can be: "All", "Service Request", or "Incident". Default is "All".'
      name: type
      predefined:
      - All
      - Service Request
      - Incident
    - description: The category name to return.
      name: category_name
    description: Returns category details for incidents and service requests. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes.
    name: bmc-remedy-category-details-get
    outputs:
    - contextPath: BmcRemedyforce.Category.Id
      description: The ID of the category.
      type: String
    - contextPath: BmcRemedyforce.Category.Name
      description: The name of the category.
      type: String
    - contextPath: BmcRemedyforce.Category.ChildrenCount
      description: The number of children of the category.
      type: String
  - arguments:
    - description: The name of the queue whose details you want to retrieve.
      name: queue_name
    - auto: PREDEFINED
      description: Filter according to the "Incident/Service Request" type.
      name: type
      predefined:
      - Incident/Service Request
    description: Returns queue details for incidents and service requests.
    name: bmc-remedy-queue-details-get
    outputs:
    - contextPath: BmcRemedyforce.Queue.Id
      description: The ID of the queue.
      type: String
    - contextPath: BmcRemedyforce.Queue.Name
      description: The name of the queue.
      type: String
    - contextPath: BmcRemedyforce.Queue.Email
      description: The email of the queue.
      type: String
  - arguments:
    - description: The name of the user to return.
      name: username
    - description: The account name of the user to return.
      name: account_name
    - description: The email address of the user to return.
      name: email
    - description: The group/queue name to return.
      name: queue_name
    - auto: PREDEFINED
      description: 'Whether to retrieve user details. Can be: "true" or "false".'
      name: is_staff
      predefined:
      - 'true'
      - 'false'
    description: Returns user details for incidents and service requests.
    name: bmc-remedy-user-details-get
    outputs:
    - contextPath: BmcRemedyforce.User.Id
      description: The user ID which uniquely identifies the user.
      type: String
    - contextPath: BmcRemedyforce.User.Name
      description: The full name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.FirstName
      description: The first name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.LastName
      description: The last name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Username
      description: The username of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Email
      description: The email of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Phone
      description: The phone number of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Account
      description: The account name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.CompanyName
      description: The company name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Division
      description: The division of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Department
      description: The department name of the user.
      type: String
    - contextPath: BmcRemedyforce.User.Title
      description: The title of the user.
      type: String
    - contextPath: BmcRemedyforce.User.IsStaff
      description: Whether the user belongs to the staff.
      type: Boolean
  - arguments:
    - description: The name of the broadcast to return.
      name: broadcast_name
    - description: The name of the category to return.
      name: category_name
    description: Returns broadcast details for incidents, which enables users to send messages to the entire organization, selected groups within the organization and to external customers.
    name: bmc-remedy-broadcast-details-get
    outputs:
    - contextPath: BmcRemedyforce.Broadcast.Id
      description: The ID of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Name
      description: The name of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Description
      description: The description of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Category
      description: The category of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Status
      description: The status of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Priority
      description: The priority of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Urgency
      description: The urgency of the broadcast.
      type: String
    - contextPath: BmcRemedyforce.Broadcast.Impact
      description: The impact of the broadcast.
      type: String
  - arguments:
    - description: The time range for which to return the incident. In the format "<number> <time unit>". For example, 12 hours, 7 days, 3 months, 1 year.
      name: last_fetch_time
    - description: The unique number of the incident to return.
      name: incident_number
    - defaultValue: '50'
      description: The maximum number of the incidents to return.
      name: maximum_incident
    description: Returns details of incidents.
    name: bmc-remedy-incident-get
    outputs:
    - contextPath: BmcRemedyforce.Incident.Id
      description: The ID of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Number
      description: The number of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Priority
      description: The priority of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Description
      description: The description of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.ClientID
      description: The client ID of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Status
      description: The status of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.dueDateTime
      description: The due date time of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Staff
      description: The staff of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Queue
      description: The queue of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Category
      description: The category of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Urgency
      description: The urgency of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.ClientAccount
      description: The client account of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Broadcast
      description: The broadcast of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.closeDateTime
      description: The closed date time of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.CreatedDate
      description: The created date of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.LastModifiedDate
      description: The last modified date of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.openDateTime
      description: The open date time of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.outageTo
      description: The outage end of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.outageFrom
      description: The outage start of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Resolution
      description: The resolution of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.respondedDateTime
      description: The responded date time of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Service
      description: The service of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.ServiceOffering
      description: The service offering of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Template
      description: The template of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Type
      description: The type of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Impact
      description: The impact of the incident.
      type: String
    - contextPath: BmcRemedyforce.Incident.Asset
      description: The asset of the incident.
      type: String
  - arguments:
    - description: The unique number of the service request to return.
      name: service_request_number
    - description: The time range for which to return the service request. In the format "<number> <time unit>". For example, 12 hours, 7 days, 3 months, 1 year.
      name: last_fetch_time
    - defaultValue: '50'
      description: The maximum number of the service request to return.
      name: maximum_service_request
    description: Returns the service request details.
    name: bmc-remedy-service-request-get
    outputs:
    - contextPath: BmcRemedyforce.ServiceRequest.Id
      description: The request ID of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Number
      description: The number of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Priority
      description: The priority of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Description
      description: The description of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.ClientID
      description: The client of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Status
      description: The status of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.DueDateTime
      description: The due date time of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Staff
      description: The staff of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Queue
      description: The queue of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Category
      description: The category of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Urgency
      description: The urgency of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Broadcast
      description: The broadcast of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.closeDateTime
      description: The closed date time of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.CreatedDate
      description: The created date of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.LastUpdatedDate
      description: The last modified date of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.OpenDateTime
      description: The open date time of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Resolution
      description: The resolution of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.ServiceOffering
      description: The service offering of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Template
      description: The template of the request service.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Impact
      description: The impact of the request service.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.BusinessService
      description: The business service of the request service.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.ServiceRequestDefinition
      description: The definition of the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.ClientAccount
      description: The account held by the service request.
      type: String
    - contextPath: BmcRemedyforce.ServiceRequest.Type
      description: The type of the service request.
      type: String
  dockerimage: demisto/python3:3.12.13.10116658
  isfetch: true
  runonce: false
  script: '-'
  subtype: python3
  type: python
tests:
- no test - no access, test is in noncircletests folder
defaultmapperin: BMCHelixRemedyforce - mapper
defaultclassifier: BMCHelixRemedyforce
fromversion: 5.0.0